Media

Image support

SEND steps support inline image attachments, allowing your AI Agent to deliver visual context alongside text in Playbook responses. Use images for troubleshooting guidance, product visuals, instructional diagrams, or any scenario where a picture reduces confusion and chat abandonment.

How to add images

1. In a SEND step, type @ on your keyboard to open the inline menu.
2. At the top of the menu, under Media, select Add image.
3. Upload a file and add alt text (required for accessibility).
4. The image appears as an inline attachment in the step body.

Images are delivered deterministically — the Agent sends the exact image you select at authoring time, not AI-generated content. Multiple images per SEND step are supported and delivered in sequence.

Supported formats

JPEG, PNG, and GIF (including animated) are supported. Each image must be 5 MB or smaller; oversized files are rejected at upload time.

Accessibility

Alt text is required when uploading an image. Alt text is included in conversation transcripts and read by screen readers, ensuring end users who rely on assistive technology receive equivalent information.

Channel support

Images are supported across the following channels:

Modes

Images are supported in both SEND modes — Fixed message and Contextual AI-generated.

Handoff visibility

Images sent by the AI Agent during a Playbook are preserved after a human agent handoff. Human agents can view them in Salesforce Live Chat (Ada Glass), Salesforce Case Creation, Zendesk Live Chat, Zendesk Ticketing, and Zendesk Messaging.

Known limitations

• The AI Agent cannot process or understand images sent by end users.
• Knowledge Base images are not supported.
• Videos and other file types are not supported.
• The LLM does not review images for safety or confidentiality before sending.
• Multiple simultaneous images and carousels are not supported.
• Personalized per-end-user images are not supported.